Associate Customer Experience Specialist

DUDE ABIDES INC•Concord, MA

10d•Hybrid

About The Position

LensProToGo is a photo and video rental company based in Concord, MA, serving customers nationwide. The company focuses on providing flexible options, personalized service, and a genuine commitment to every customer. The Customer Experience Specialist role is central to this mission, involving direct customer support, ensuring smooth rental transactions, offering technical guidance, and maintaining the company's high standard of customer experience. This role operates on a hybrid model, combining in-office and remote work.

Requirements

A passion for delivering a customer-first experience.
Strong knowledge of photography and videography equipment (cameras, lenses, accessories).
Ability to clearly and concisely communicate technical information.
Exceptional organizational skills and attention to detail, especially for order accuracy.
A genuine desire to contribute to a close-knit, collaborative team.
Ability to quickly and calmly resolve problems such as shipping delays or damaged equipment.
Ability to sit at a desk and work on a computer for extended periods.
Ability to consistently answer phones.
Ability to lift and handle packages for local pickups weighing up to 50 lbs.

Responsibilities

Answer phones with a bright and positive demeanor, even during busy periods, and ensure every customer feels valued.
Walk customers through equipment, answer usage questions, and share knowledge to help them get the most out of their rentals.
Streamline the rental process by explaining rental procedures clearly and efficiently.
Accurately complete and process orders for the shipping department.
Identify customer needs and issues, then provide prompt and effective solutions.
Monitor incoming orders to proactively identify and resolve potential issues.
Follow up with customers after order return to resolve any outstanding issues, such as missing equipment or unpaid balances.